Utkarsh Khanna
Team Lead @Tech Mahindra Business Process Services
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WORK HISTORY
Team Lead @Tech Mahindra Business Process Services
Noida, IN
Led a customer support team to deliver outstanding service for Swedish and Danish market in a dynamic fintech environment.* Ensuring high CR% & CSAT% while optimising AHT through efficient workflows, proactive strategies, and a customer-first approach.* Coaching and mentoring team members to excel in their roles while fostering a culture of growth and continuous learning.* Conducting co-sits and internal Gemba walks, combined with ACPT of CR0 and DSAT, to identify opportunities for reducing agent errors and enhancing performance.* Hosting and actively contributing to weekly client meetings, including market-specific calibrations, WBRs, and global calibration sessions for the Swedish and Danish market.* Creating comprehensive WBR decks and providing valuable inputs for QBR presentations to drive insights and strategic discussions.* Effectively managing escalations and complex cases to ensure swift resolution and customer satisfaction.* Staying updated on the latest customer support tools and innovations, such as Freshchat and Qlik Sense, to deliver cutting-edge service and drive operational excellence.* Work closely with other departments such as Quality and Training to align for training and feedback sessions for the team.* Ensuring accurate documentation of activities and adherence to regulatory requirements and company policies.
EDUCATION
Delhi University
Bachelor of Commerce - BCom
DAV Schools Network
Bachelor of Commerce - BCom
ABOUT UTKARSH KHANNA
Customer-centric team leader with experience driving excellence in chat support process…
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